Complaints Co-Ordinator, Liverpool
We are seeking a dedicated Complaints Co-Ordinator to join a growing team within a well-recognised financial services organisation.
The Complaints Co-Ordinator will be responsible for addressing and resolving customer complaints in a timely and professional manner. The ideal candidate should have excellent communication skills, strong problem-solving abilities, and a commitment to delivering exceptional customer service.
Responsibilities:
- Responsible for the logging and investigation of all new complaints ensuring compliance with policy and regulatory requirements.
- Receive and acknowledge customer complaints via various channels including phone, email, and in-person.
- Investigate complaints thoroughly, gathering all necessary information and documentation.
- Liaise with relevant departments or individuals to resolve complaints effectively.
- Provide timely updates to customers regarding the status of their complaints.
- Work closely with other team members to identify recurring issues and implement solutions to prevent future complaints.
- Maintain accurate records of complaints and their resolutions.
- Ensure compliance with company policies and regulatory requirements.
- Continuously strive to improve complaint-handling processes and procedures.
Requirements:
- Proven experience in dedicated complaints handling role - 1 year plus experience is desired
- Experience of working within a financial services environment - preferred but not essential
- Excellent communication skills, both verbal and written
- Strong problem-solving abilities and attention to detail
- The ability to work from a Liverpool city centre office and also from home
- Ability to remain calm and composed when dealing with challenging situations.
- Proficiency in using customer relationship management (CRM) software and other relevant tools.
- Ability to work independently as well as part of a team.
- Flexibility to adapt to changing priorities and work in a fast-paced environment.
Salary:
A competitive basic salary of c£23,000-27,000k pa is on offer plus a comprehensive range of benefits including private medical, pension and hybrid office/home working pattern